Solution → Workforce → Contact Center Planning

Optimize your contact center planning through advanced analytics

Reduce labor costs, improve customer satisfaction, and eliminate understaffing with statistical forecasting.

5-7%

annual labor cost
reduction achieved

Delivered by keyrus

Comprehensive contact center planning for workforce optimization

Forecast call and case demand, plan workforce capacity, and track service costs with centralized planning. Leverage statistical forecasting to reduce overstaffed and understaffed periods while optimizing team structure and improving demand accuracy.

10-15%

CSAT improvement through capacity optimization

100%

ROI delivered in less than one year

Solution features

Demand forecasting

Import case-level data, call volumes, and handle times for bottom-up forecasts with statistical engine and business driver adjustments.

Capacity planning

Develop headcount plans, resourcing strategies, training schedules, and skills matrices to ensure adequate staffing for targets.

Cost-per-activity tracking

Overlay payroll and GL data to calculate true service costs, compare team efficiency, and identify cost-saving opportunities.

Allocation optimization

Leverage linear programming to optimize case allocations to most efficient teams based on historical performance and costs.

Performance management

Monitor SLAs, KPIs, exception management, and actual versus planned performance with dynamic reporting and analytics.

Solutions for the office of the CHRO

Labor Cost Reduction

Reduce overstaffed periods with extraneous resources and avoid unnecessary overtime while tracking employee productivity

Service Improvement

Forecast peak times to prevent understaffing, enhance customer satisfaction and reduce backlogs

Scenario Planning

Simulate capacity scenarios to assess the effects of demand changes using various projections.

Process Efficiency

Streamline data analysis by using a centralized platform instead of complex spreadsheets.

Why Keyrus?

Resources

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Key Play

Connect operations, finance, and vendors into one seamless vendor management process

Optimize gross-to-net processes to drive revenue growth and improve financial performance.

Key Play

Elevate customer experience by transforming contact center planning

Transform contact center planning to enhance customer experience and operational efficiency.

Event

2025 SWPP Annual Conference: Join Keyrus in Nashville

This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions and networking.